.About CrunchyrollWE HELP EVERYONE BELONG. IT'S OUR PURPOSE.Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it's powered by the anime content we all love.Join our team, and help us shape the future of anime!Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.About the roleIn the role of Director of Operations, LATAM, Customer Experience, you will report to the Senior Director SVOD, Customer Experience.We are considering applicants for the location(s) of Mexico City and surroundings.The Director of Operations in CX is responsible for Partner Management, ensuring external customer service providers deliver high-quality customer experiences aligned with Crunchyroll's goals. This role involves managing outsourcing strategies, optimizing partner relationships, and collaborating with internal teams to provide the necessary tools, resources, and training for partner success.Core Areas of ResponsibilityStrategic Outsourcing Planning: the Director of Operations, LATAM scales resources for growing demand, optimizes costs while maintaining quality, and creates contingency plans to ensure uninterrupted customer service during disruptions.Vendor and Partner Relationship Management: Select and onboard partners that align with customer experience goals and market needs. Negotiate contracts and service expectations to ensure mutual benefit. Maintain ongoing communication to keep partners aligned with company priorities and policies.Ensuring Service Quality and Consistency: Monitor key performance indicators (KPIs) to ensure partner performance meets targets. Collaborate with quality assurance and CX teams to audit service standards. Coordinate with partners and internal teams to provide training, equipping agents to meet fan expectations.Process Optimization and Innovation: Ensure outsourced teams provide consistent customer experiences across all channels, aligned with Crunchyroll's CX strategy. Continuously improve processes and integrate the latest technologies to drive efficiency and innovation.Cross-Functional Collaboration: Coordinate closely with internal teams to ensure outsourced teams are prepared to handle inquiries on new products or campaigns. Establish a clear feedback loop for real-time updates, and leverage market expertise to stay competitive and anticipate shifts in customer expectations.Data-Driven Decision-Making: Analyze data from outsourced teams to identify trends and areas for improvement